Okay, the reason I ask is because there is now a letting agent code of practice that the agent should be following. This sets out how the letting agent should be dealing with repair requests.
For example - there is a section in the code “Carrying out repairs & maintenance” which makes clear that they, “must put in place appropriate written procedures and processes for tenants (& landlords) to notify you of any repairs and maintenance required” if they provide this service on behalf of the landlord.
It also goes on to say that they must “give tenant clear information about who will manage any repairs or maintenance, as agreed with the landlord and set out in the tenancy agreement”
It continues that, “You must respond to enquiries and complaints within reasonable timescales.”
Based on your move in date, you will likely have a PRT and this being the case you should have both greater security in the property (no tenancy end date and no eviction without reason) and also greater flexibility (28 days’ notice for tenant to end tenancy unless otherwise agreed during tenancy).
Were you given any paperwork when you moved in confirming the tenancy type?